Autotask Troubleshooting

Solutions to the problems that come up most often with the Autotask integration.

Connection and Credential Issues

"Missing required credentials"

The message lists which fields are blank. Autotask needs both the API user name and the Secret.

On an existing connection, Secret is left blank on purpose: blank means "keep the stored value". Fill it in only if you are actually changing it.

Zone Discovery Errors

Messages mentioning zone discovery mean SuperIT could not work out which Autotask region your instance lives in. This lookup happens before authentication, using only the API user name.

"Credential test failed"

The zone resolved but Autotask rejected the API call. Work through these in order:

1. Secret — regenerate it in Autotask if you are not certain it was copied correctly. Autotask never shows it twice.
2. Tracking identifier — on the API user's Security tab, confirm API Tracking Identifier is set to Integration Vendor → SuperIT. An API user set to Custom (Internal Integration) carries an identifier unique to your instance, which will not match the one SuperIT sends.
3. Both values from the same user — mixing a username and secret from two API users fails even though each value looks valid.
4. Security level — the API user needs an API-only security level with API access.

Permission Errors

An error mentioning inadequate permissions means the credentials are valid but the security level does not allow that operation. Review the security level in Autotask at Admin → Company Settings & Users → Resources/Users (HR) → Security → Security Levels.

Webhook Issues

SuperIT registers Autotask webhooks itself. You never paste a URL into Autotask, so webhook problems are almost always permissions.

"Permission needed" on the Webhooks Tab

Autotask refused the registration. The Can create WebHooks permission is disabled by default on every security level, including the built-in API-only one.

1. Go to Admin → Company Settings & Users → Resources/Users (HR) → Security → Security Levels
2. Open the security level used by the SuperIT API user
3. Select Can create WebHooks
4. Set the maximum number of webhooks to at least 2

SuperIT retries registration every hour. Nothing needs changing in SuperIT and you do not need to reconnect.

"Credentials rejected" on the Webhooks Tab

Autotask rejected the API credentials during registration. Fix them on the Configure and Test tab — registration retries hourly once they are valid.

"Not yet registered"

Normal immediately after connecting. SuperIT registers on save and re-checks hourly. Check back shortly.

"Registration failed"

The attempt failed for a reason other than permissions or credentials. SuperIT retries every hour. If it stays in this state, contact support.

Webhooks Stopped Delivering

Autotask deactivates a webhook if deliveries keep failing. SuperIT detects this and re-creates the webhook on its next hourly check, so this repairs itself.

Two things make this safe to leave alone:

• SuperIT acknowledges every authentic delivery, even ones it cannot process, so a transient bug does not get the webhook switched off
• Ticket polling runs alongside webhooks and catches anything a webhook missed

Companies Not Syncing

A Company Is Missing Entirely

SuperIT only lists companies that are active in Autotask. A deactivated company does not appear at all, including under Not added.

1. Check the company's active flag in Autotask
2. Click Sync companies now on the Add managed teams page
3. Look under the All tab

A Company Appears but Nothing Syncs

It is not linked to a managed team. Contacts and tickets only sync for linked companies — see Companies and Teams.

Contacts Are Missing for a Linked Company

1. Check the Contact Sync column for an error
2. Confirm the contacts exist and are active in Autotask
3. Contacts without an email address are still imported, but cannot be matched to a SuperIT user

Tickets Not Syncing

Work through these in order — the first two account for most cases.

1. Filters — a ticket must pass every filter you have set. Check the queue, category, and ticket type of a missing ticket against your selections on the Filters tab.
2. Sync history — tickets older than your selected range are not imported. Widen it and re-sync.
3. Company link — the ticket's company must be linked to a managed team.
4. Webhooks — check the Webhooks tab; if registration is failing, updates arrive on the polling interval instead of instantly.

Ticket Updates Are Slow

If the Webhooks tab shows anything other than Registered, updates are arriving by polling. Fix the registration and updates return to near real-time.

Ticket and Note Write Failures

"Autotask requires a queue on ticket create"

Autotask rejects a create without a queue, and the triage decision did not carry one.

An empty Queues filter is not the cause — an empty filter offers triage every queue rather than none. Check instead:

1. Queues exist to pick from. Run Sync reference data on the Sync tab. If reference data has never synced, or your queue filter selects only queues since deleted in Autotask, there is nothing available.
2. Your AI instructions do not steer away from setting a queue.

Narrowing the filter to the queues SuperIT should use reduces ambiguity and helps, but does not guarantee the decision carries a queue. See Filters and AI Triage.

The same requirement applies to status, priority, company, and title — Autotask requires all of them on create, and each produces its own message naming the missing field.

Notes Went to the Wrong Audience

Note visibility is fixed by SuperIT, not configurable. Internal notes are written as internal task notes; customer-facing notes are written as client portal notes visible to the client. If a note went to the wrong audience, the note's visibility was set wrong in SuperIT rather than mapped wrong in Autotask.

Text Ends with "… [truncated]"

Autotask rejects an entire write if any field is over its length limit. SuperIT trims the text and marks the cut rather than losing the update. The full text remains in SuperIT.

Merge and Duplicate Notes Are Missing

Deliberate. Autotask's own merge, duplicate, and absorbed system notes are filtered out so they do not clutter the ticket history in SuperIT.

Performance Issues

Everything Is Slow

Autotask enforces a request budget per database, shared across every integration connected to it — not per integration. If you run several integrations against the same Autotask instance, they compete for the same allowance.

Autotask adds progressive delay well before it starts rejecting requests, so the first symptom is general slowness rather than errors.

1. Check how many other integrations are connected to the same Autotask instance
2. Narrow your SuperIT filters so it requests less
3. Reduce Sync history if you do not need deep ticket history

The Initial Sync Is Taking a Long Time

Expected on large environments. Reference data completes in seconds, companies and contacts in minutes, tickets can take considerably longer.

To speed up a first run, narrow the queue filter and set Sync history to 1 month. Widen afterwards — SuperIT backfills on the next sync.

Reference Data Issues

Filter Lists Are Empty

No reference data available. Sync to populate filter options. Run Sync reference data on the Sync tab.

A New Queue or Priority Is Missing

Run Sync reference data again. Values created in Autotask do not appear until SuperIT reads them.

Statuses Show as Numbers

Autotask statuses are numeric picklist values that SuperIT resolves to names using its cached reference data. A raw number means the status was not in the cache when the ticket synced. Run Sync reference data to fix it.

Getting Help

Before Contacting Support

Collect:

1. The connection name and the exact error message
2. What the Webhooks tab shows
3. What Last synced shows on the Sync tab
4. An example Autotask ticket number that is behaving incorrectly
5. What you expected versus what happened

Related Guides

• Setup Guide — creating the API user and connecting
• Companies and Teams — linking companies and importing staff
• Filters and AI Triage — controlling what syncs

Still stuck? Contact the SuperIT support team with the details above.